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Contact UsIntro to Incidents
Organize and resolve damage claims in one place. A simple, structured way to report, track, and manage vehicle damage claims.
Organize and resolve damage claims in one place. A simple, structured way to report, track, and manage vehicle damage claims.
What you'll need
- Available on the Bundle plan, or on a Custom plan that includes Incidents.
- Anyone at the location can log a claim and work it. Changing the status, closing it out, and deleting are for Admins and Super Admins.
What is Incidents?
A customer says the top brush cracked their mirror. Incidents is where that claim lives: who the customer is, what they were driving, what the damage is, and everything you have found since. Think of it as the paper claim folder you would start at the counter, except it sits with the rest of your wash and nobody has to go digging for it.
Every claim gets its own reference, like INC-01148, so you and the customer can both point at the same thing.
What you can do with Incidents
- Log a claim on a form your company sets up, with customer, vehicle and incident details in one place.
- Scan or type a VIN and let WashUp fill in the year, make and model.
- Have the customer read and sign your legal disclosure before they leave.
- Set a priority and a progress step so your team knows what is waiting on what.
- Keep notes, photos and video on the claim, with a timeline of every change.
- Give the customer a tracking link they can open to follow their own claim.
- Close the claim as Resolved or Denied, with the documentation you require.
How Incidents works
Log the claim → Assign an owner → Work it with notes and progress → Resolve or deny
Example: a customer reports a scratched rear quarter panel after the wrap set. You log it while they are still on the lot and they sign the disclosure, you assign it to your manager and set the priority to High, your manager works it through Reviewing Footage and Getting Estimates, then an Admin closes it as Resolved with the reason and the evidence recorded.
Every new claim starts as Under Review, and everyone at the location subscribed to incident notifications gets an email and a push notification.
Where to find Incidents
Select Incidents in the side menu. The list opens on your open claims, with a search box, Filters, Hide Details, and a link to See Resolved/Denied History. Select New Incident to log one.
Roles and permissions
| Action | Super Admin | Admin | Team Member |
|---|---|---|---|
| Log a claim, edit its details | ✓ | ✓ | ✓ |
| Assign, set priority and progress | ✓ | ✓ | ✓ |
| Add notes, email, print, share the link | ✓ | ✓ | ✓ |
| Change the status, close it out | ✓ | ✓ | ✕ |
| Set up the form, delete a claim | ✓ | ✓ | ✕ |
Get started with Incidents
- Log an incident
- Work an incident: assignee, priority, and progress
- Close out an incident as Resolved or Denied
Common questions
Does the customer get an email when I log a claim?
Only if they asked for one while signing the disclosure. Logging a claim notifies your own team; sending anything else to the customer is a separate step.
Can a Team Member close a claim?
No. They can log it, work it and add notes, but moving a claim to Resolved or Denied is for Admins and Super Admins.
Can I change the fields on the form?
Yes. An Admin sets which fields are required or hidden in the Incident Form Editor, and the settings apply to new claims.